ITS Communication Strategy

Problem

• ITS spread across campus in four different locations plus our mobile staffo Lamson Learning Commonso Speareo Hydeo University Computer Store

• Demand for customer support is both local and global, including conferences and outreach, and extends into evenings and weekends.

Tiering Model

Tier 0 - Self-support

Tier 1 - InfoDesk

Tier 2 - ITS

Tier 3Vendor

ITS Workshop Results

Communications

Integration

Info/KnowledgeManagement

AssetManagement

Four Domains

Communications

One-look:• Network

Status• Systems

Status• Workorder

Status• Task

assignment• Consoloidate

resources

• Who’s who• Triage/call

routing• ITS

Orientation• Pro staff

shifts @ LLC

Info/Knowledge Management

• Knowledge base(TikiWiki)

• Integrated with Call Log

• Web-based• Role-based• Service Level

Agreements• Reporting/metrics

Asset Management

• Inventory:o Assignmento History (support/repair)o Loanso Support (warranty/spares)o Remote View/Managemento Tracking

Integration

• Consolidate to a single point of entry

• Tie together disparate systemso Bannero Luminiso Pinnacleo LanDesko ePOo SHASTA

Projects

• Call Log v3• Decommission Call

Center• Knowledge Base• iNoc• Impromptu

implementation of GoogleTalk and Google Office

Call Log v3

• Upgraded version of Call Log

• Incorporates features of Call Center

• Integrates with our Knowledge Base

• Allows for improved call management

Knowledge Base

• Provides a means to improve Tier 0 support

• Web-based• Role-based• Multiple authors based

on areas of expertise• Will reach beyond just IT

support

iNOC

• Integrated Network Operations Center with views in both the LLC and Hyde

• Provides real-time systems and services statuso NAGIOS provides detailed

systems and services statuso WordPress provides Change

Log information to aid troubleshooting efforts

Google Office

• A suite of web apps including:o Writelyo Spreadsheetso G-mailo Calendaro Google Talk

Google Talk

• Effective way to communicate in real-time with colleagues

• May provide video support in the future

• Provides a means to separate personal from professional IM accounts